Heather Breisch

*** **** ****** ***. ********, pa 17821 570-***-**** adpxnr@r.postjobfree.com

Professional Summary

Personable customer service professional offering over 4 years of experience resolving account and service concerns for cable customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Focused on continuing my education and furthering my cable industry knowledge.

Experience

2017 – 2021

Customer Care Representative Metrocast / Atlantic Broadband, Bewick PA

• Coordinated timely responses to online customer communication and researched complex issues.

• Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.

• Evaluated customer information to explore issues, develop potential solutions and maintain high- quality service.

• Defused customer concerns with exceptional conflict and problem resolution skills.

• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.

• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as a last resort, to maintain customer satisfaction. December 2017 – September 2018

PM Shift Lead Dunkin Donuts, Bewick PA

• Worked with customers and staff to resolve problems, improve operations and provide exceptional customer service.

• Supervised 3-5 employees in providing excellent customer service to customers.

• Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.

• Analyzed equipment breakdowns using various troubleshooting methods.

• Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.

• Assigned daily employee tasks and monitored activity and completion. 2

October 2015 – September 2016

Customer Service Cashier Dunkin Donuts, Bewick PA

• Maintained reports of transactions and greeted customers when entering and leaving establishment.

• Counted money in drawers at the beginning and end of each shift to ensure amounts were correct.

• Resolved customer complaints and maintained a clean and tidy checkout area.

• Restocked, arranged and organized merchandise in front lanes to drive product sales.

• Helped customers manage large purchases by collecting items from shelves and storage locations.

• Trained as cashiers and drink assemblers and provided back-up coverage to provide customers with optimal support.

Education

• Kaplan College, Columbus OH Bachelor of science - Paralegal Studies, Presidents & Deans Lists.

• Central Columbia, Bloomsburg, PA, Highschool Deploma Skills

• Documentation and reporting

• Payment processing

• Data entry

• Account management

• Professional telephone demeanor

• Computer proficient

• Service standard compliance

• Complaint resolution

Affiliations

National Society of Collegiate Scholars 2014- Present Alpha Beta Kappa Honor Society 2015- Present

References

[Available upon request.]

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